Website chatbots are a great way to provide customer service on your website without the need for live chat agents. They can answer common questions, like billing inquiries and sales requests, as well as more specialized ones, such as information requests and technical support.
They can also help increase engagement on your site by delivering content in a more interactive way than having people click through to different pages. In addition, they can help you collect customer data and generate insights that will inform your marketing strategy in the future.
Aside from generating leads, chatbots can help you solve customer service problems and save you money on customer support. In fact, research shows that chatbots can improve the average wait time for a customer service phone call to less than seven minutes.
You can add a chatbot to your site in 3 ways:
1. Use a ready-made chat bot plugin on the CMS you use for your website, such as Drupal or WordPress.
2. Make your own chatbot using a programming language, such as Python or Java.
3. Ensure that your chatbot uses Natural Language Processing (NLP) or Natural Language Understanding to understand your customers’ requests and respond in a relevant manner.
Unlike rule-based chatbots, NLP and ML-powered bots can learn to answer questions as they are asked. This is useful for answering complex queries and making sure your customer service stays fresh and interesting over time. In addition, NLP and ML-powered chatbots can provide more personal responses to your customers than rule-based chatbots.